REPORT ON INTERNSHIP

Done at

ASTER MIMS, CALICUT

Submitted in partial fulfillment of the requirements of awarding degree in
Master of Business Administration

By
HANA BASHEER
REG NO: 37118047

Under the guidance of

Mr. MANOJ EDWARD

Professor

SCHOOL OF MANAGEMENT STUDIES, COCHIN UNIVERSITY

OF SCIENCE AND TECHNOLOGY KOCHI - 682022, KERALA.
JUNE 2019

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 DECLARATION

I do hereby declare that this report is a bona fide record of the organization study done by
me under the supervision of Mr. MANOJ EDWARD Professor, School of Management
Studies and Mr. BRIJU MOHAN KR, HR-Head, Aster MIMS, Calicut during the
academic year 2018-2020, in partial fulfillment of the requirements for the award of the
Degree of Master of Business Administration of Cochin University of Science and
Technology, Kochi.

This work has not been under taken or submitted elsewhere in connection with any
other academic course.

Place: Calicut
Date: HANA BASHEER

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 ACKNOWLEDGEMENT

I kindly take this opportunity to express my sincere expression of gratitude to each

and every one who helped me in the completion of this work.

First of all I thank God Almighty for giving me all the grace and assistance
throughout my work. I am very glad to express my gratitude to Mr. Manoj
Edward, Professor, School of Management Studies, CUSAT for his timely help all
throughout my study and for his valuable suggestions, advice and encouragement
throughout the course of this work.

I owe my gratitude to Mr. Briju Mohan, HR-Head and Mr. Rajeesh KP, Assistant
Manager of Aster MIMS, Calicut for their constant support and encouragement
during the course of my study.

I am also equally thankful to my Parents, Friends for their support throughout my

project.

HANA BASHEER

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 TABLE OF CONTENTS

Sl No. Contents Page No.

1. INTRODUCTION 5

2. OBJECTIVES AND SCOPE OF STUDY 6

3. INDUSTRY ANALYSIS 7

4. COMPANY PROFILE 22

5. SWOT ANALYSIS OF ASTER MIMS 39

6. HUMAN RESOURCE DEPARTMENT AND 43

THEIR FUNCTIONS

8. A BRIEF ABOUT ROUTINE WORK 61

9 AWARDS AND ACCOLADES 63

10 INTERNSHIP EXPERIENCE 64

11 CONCLUSION 67

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 INTRODUCTION

Organization is the foundation upon which the whole structure of management is built.
Organization is related with developing a frame work where the total work is divided into
manageable components in order to facilitate the achievement of objectives or goals. Thus,
Organization is the structure or mechanism (machinery) that enables living things to work
together. In a static sense, an organization is a structure or machinery man need by group of
individuals who are working together towards a common goal. A like 'management', the term
'organization' has also been used in a number of ways.

Definition of Organization

According to Keith Davis, “Organization may be defined as a group of individuals, large of

small, that is cooperating under the direction of executive leadership in accomplishment of
certain common object."

Organization Study
Organizational study is an effort towards understanding the organization, its policies, structure
and methodology adopted. It gives us brief description of the overall functioning of the company
or organization.

Organizational studies
Organizational studies is "the examination of how individuals construct organizational structures,
processes, and practices and how these, in turn, shape social relations and create institutions that
ultimately influence people", organizational studies comprise different areas that deal with the

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different aspects of the organizations, many of the approaches are functionalist but critical
research also provide alternative frame for understanding in the field.
Organizational study at Aster MIMS, Calicut was very much helpful to achieve these objectives.
Here I would like to make study on its success, and trying to concentrate on the organization and
the role of its HR department.

OBJECTIVES OF THE STUDY

The organizational study was conducted at Aster MIMS, Calicut. The objective of study is

 To study the history of Aster DM Healthcare.

 To understand the business activities performed by an organization
 To study the organization mission, vision and organization structure
 To understand the functioning of HR department
 The objective of the study is to get exposed to the working conditions and functions of this
HR department and to gain practical knowledge about the departments.

SCOPE OF THE STUDY

The study is limited to Aster MIMS, Calicut. It concentrates on the functioning of HR

department in the organization. The study focuses on the organizational structure of Aster
MIMS. It is purely based on the information obtained from the departmental head and other
staffs of the organization.
The study is intended to provide managerial insight to a management student. It will enable the
student to understand the responsibilities of a manager and recognize the skills required to
perform the real world.

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INDUSTRY ANALYSIS

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HEALTHCARE INDUSTRY

The healthcare industry (also called the medical industry or health economy) is an aggregation
and integration of sectors within the economic system that provides goods and services to treat
patients with curative, preventive, rehabilitative, and palliative care. The healthcare industry is a
segment inside the economy which offers drugs, medicines and other services for patients with
preventive, healing, rehabilitative, and soothing care. Thus we can say that healthcare services
comprise the grouping of tangible and intangible facet where intangible features dominate the
tangible aspects. Rooms, beds and other decors are included in tangible things. The different
forms of services related to health and welfare are provided by healthcare industry. The sector is
considered as social sector which is governed at state level with the assistance of central
government. The current industry is divided into many sub-divisions, and governed with various
interdisciplinary teams of skilled professionals and paraprofessionals to cater the health needs of
individuals.

The healthcare industry is one of the world’s largest and fastest-growing industries Consuming
over 10 percent of gross domestic product (GDP) of most developed nations, health care can
form an enormous part of a country's economy. The healthcare industry is composed of multiple
segments pertaining to different practices in medicine that provide different services. These
services deal with different procedures and methods that address a variety of medical needs.

The service may come in the form of a diagnosis, treatment, rehabilitation and other service. The
services can be under the sector of pharmaceutical, dental, medical, nursing and many more. The

8
services being offered are abundant that is why the amount of health care workers that are
needed is so high. Millions of health workers are needed throughout the world in different health
institutions like hospitals and clinics. Health services are offered at any time because different
people may need them due to various or special reasons. Some health workers should always be
available that is why they have people who are on call in hospitals and doctors’ offices. Health
workers provide services on different people in different age brackets.

People are living longer and thus demand more and higher quality preventive and long-term care.
In particular, the demand for home care aides, registered nurses, physician assistants, nurse
practitioners, physical therapists, non-traditional health aides, and physicians will continue to
increase at a healthy pace. This trend also applies to technical and administrative jobs, as
hospitals continue to focus their energies on more efficient management and profitability.

For the purpose of finance and management, the healthcare industry is typically divided into
several areas. As a basic framework for defining the sector, the United Nations International
Standard Industrial Classification (ISIC) categorizes the healthcare industry as generally
consisting of:

1. Hospital activities;
2. Medical and dental practice activities;
3. "Other human health activities".

This third class involves activities of, or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy, medical
massage, yoga therapy, music therapy, occupational therapy, speech therapy, chiropody,
homeopathy, chiropractic, acupuncture, etc.

The global industry classification standard and industry classification separates the benchmark
industry into two main groups:

1. Healthcare equipment and services; and

2. Pharmaceuticals, Biotechnology and Related Life Sciences

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History of Healthcare Industry

Home Remedies:

Home has long been the upholder of health care for ancient human beings as for much of the
history of human civilization everything from birth to disease was handled by experts within
one’s own house. A home remedy is a treatment to cure a disease or ailment that employs certain
spices, vegetables, or other common items. Home remedies may or may not have medicinal
properties that treat or cure the disease or ailment in question. Healthcare began as a purely
reactionary, medicinal practice, in which people learned the medicinal properties of plants
through trial and error, and then passed on that knowledge to others. Although there is no record
to establish when plants were first used for medicinal purposes (herbalism), the use of plants as
healing agents is a longstanding practice.

Traditional Healthcare:

Over time through emulation of the behaviour of fauna a medicinal knowledge base developed
and was passed between generations. Humans have long recorded their secrets for curing
sickness, but sickness has not always been well understood. Medical knowledge in the ancient
world was accumulated over centuries of experiment and experience - an exercise in trial, error,
and success, the result of which began to be recorded by the second millennium B.C. It later
became a subject of purposeful study by many different cultures, including the Persian, Egyptian,
Greco-Roman, Indian, and Chinese cultures.

Ancient Pharmacology & Medical Practitioners:

Ancient health care providers gained an extensive knowledge of local flora and devised the
principles and practice of the ancient pharmacology. One of the oldest and most extensive
examples comes from Mesopotamia known as “Treatise of Medical Diagnosis and Prognoses,”
where some forty tablets were comprised of prescriptions and treatises that outlined treatments
based on rational observations of the body. As tribal culture specialized specific castes, Shamans
and apothecaries performed the 'niche occupation' of healing. Mesopotamian medical

10
practitioners, like many ancient and indigenous people, were frequently shamanic and used
charms and spells to treat the patient’s ailment, but in many societies there existed specialists in
herbal remedies, referred to as “physicians” because of their rational medical knowledge.

Technological, Chemical & Biological Advances:

In the 19th century, there were numerous technological, chemical, and biological advances that
gave physicians the means to better understand, diagnose, and treat ailments. The discoveries
included anesthetics, syringes, antiseptics, x-rays, and penicillin. Around the beginning of the
20th century, modern healthcare began to evolve. Doctors started to initiate prepaid
arrangements for their services, foreshadowing the medical insurance and administration field
that is in place today. To understand the intended and unintended consequences sparked by
global health interventions, one must examine continuities and divergences from the past. Now
let’s discuss some phases in healthcare history that had an everlasting impact on the modern
shape of the modern healthcare industry.

Impact of Colonialism on Healthcare:

The advent of infectious diseases and tropical medicine was a direct consequence of colonialism
in the 19th and early 20th century which resulted in evolution of public health in British colonies
for disease prevention. Infectious diseases had an enormous effect on health, through the transfer
of new diseases. Urbanization and increasing population densities made indigenous people
vulnerable to incoming diseases. National governments started working towards protecting their
citizens against outside threats, including infectious diseases. It resulted in development of
surveillance systems to respond to epidemics and establishment of health systems for disease
control. This gave rise to development of new trends in medical systems and a transition from
surveys to microscopic studies in medicine, which led to huge advances in vaccinations,
preventions, and treatments.

Impact of Therapeutic Revolution:

In the early 19th century, the focus of medical research changed from a generalized pathology to
a localized pathology concerned with physiology and disease transmission. This transition,

11
known as the “therapeutic revolution” occurred during the 20th century when research came to
focus on specific diseases. The therapeutic revolution is generally understood as the moment
when medicine began to work. It led to the growing effectiveness of medicine. Pasteur, father of
germ theory, unraveled the mysteries of many diseases and contributed to the development of the
first vaccines. He debunked the widely accepted myth of spontaneous generation, and set the
stage for modern biology and biochemistry, the therapeutic revolution improved medicine and
vaccine development. There were great advances in relation to diseases such as leprosy, anthrax,
tuberculosis, plague, and malaria. The therapeutic revolution created a new understanding of
disease and illness and began the trajectory of Western biomedicine and fired the trend for
globalization of medicine.

Impact of Eradication Campaigns:

The most aggressive effort against malaria was the Global Malaria Eradication Program. This
program was launched by the World Health Organization in 1955 and depended on drug
chloroquine for treatment of infected individuals and the chemical DDT for mosquito control.
Smallpox was the first disease to be eradicated owning to the success of the Smallpox
Eradication Program. Smallpox eradication efforts began in 1967, the last endemic case
appeared in 1977, and eradication was declared in May of 1980. Eradication campaigns of the
20th century were able to reduce diseases such as malaria and tuberculosis in industrialized
countries but these diseases continue to haunt developing countries. Despite over 100 years of
control efforts, malaria still caused a large number of deaths in children in developing nations.
Eradication campaigns have made people in the health care industry aware of how vulnerable
they are, in spite of modern developments and technology.

Impact of Primary Healthcare Movement:

The perceived failure of post war disease eradication and infrastructure development led to
realization that the delivery of medical care was a limited part of improving health and social
conditions and non-health sector services were vital to population health and well-being. This
created interest in primary health care in the 1970s realizing that health involves far more than
the health sector alone can accomplish and called upon governments to build national plans for

12
primary health care infrastructure. The primary health care movement was fuelled by a desire to
build basic health care services from the bottom up. Countries like China and the Soviet Union
promoted models that differed from that of the United States and western medicine. Health care
was promoted by organizations like the World Health Organization and the World Health
Assembly. The International Conference for Primary Health Care in 1978 was a landmark event
in the movement. The conference was attended by delegates from over 130 governments.

Impact of Development Movement:

The health care development movement coincided with the post-World War II era and centred on
the belief that increasing economic development would benefit the entire world, despite
inequalities that might result. The development ideology held both the implicit and explicit goal
of a globalized, modern world that left behind ancient philosophies in pursuit of economic
progress.

Neoliberalism, a market-driven approach to economic and social policies, argued that aggregate
economic growth would benefit the impoverished majority as well as wealthier minority in
developing countries, and presented the “free-market” as a better tool for growth than
government intervention. Structural adjustment policies emphasized the market allocation of
resources, decreased public sector spending, liberalization, deregulation, and privatization. These
specific growth-oriented policies are believed to have failed to improve living standards and
health outcomes among the poor.

Globalization of Healthcare Industry:

The notion of a global health care industry is a recent phenomenon and although the modern
healthcare industry is becoming more global day by day but because health care has always
traditionally been considered a local industry, specific to individual countries, the practices and
development of healthcare as an industry across countries vary. In each country, the health
industry has its own history and cycle of evolution. Now globalization of the ancillary healthcare

13
industries, recent technological developments and standardization of various aspects of the
industry is driving the trend towards globalization of healthcare industry.

GLOBAL OVERVIEW

The healthcare industry is highly fragmented and healthcare systems vary from country to
country. There are many different kinds of health care facilities. In the United States, around 76
percent of establishments are practitioners' offices, from dentist to doctor to optometrist.
Hospitals make up approximately two percent of establishments, but account for around 59
percent of revenues earned. Other establishments include Health Maintenance Organizations
(HMOs) and Preferred Provider Organizations (PPOs), which are a kind of hospital-insurance
company mix. There are also nursing and residential care facilities, specialty providers such as
nursing homes or specialty treatment centers (such as those for diabetes treatment, physical
therapy, or chemotherapy), home care providers, and medical laboratories In the United States,
insurance coverage is the responsibility of the individual; however, recent legislation will
transition it to a more universal care. In other developed countries, including United Kingdom,
Canada, Australia and Italy, healthcare is provided by the government for all citizens.

The United States’ healthcare system is the largest in the world, worth around $1.7 trillion, as
compared to $700 billion in Europe. Despite the government control in Europe, healthcare
providers are suffering due to the rising costs and demand exceeding capacity

Healthcare Key Markets

The U.S. has by far the highest healthcare expenditure followed by Switzerland and Germany.
Europe, too, is a major market, with the five largest countries, Germany, France, the U.K., Spain,
and Italy. USA witnesses approximately 3.8 million in patient visits and 20 million outpatients
visit on a daily basis. Furthermore, the United States of America has the largest workforce i.e.
one in every 11 US residents employed in the health care business

Healthcare Industry Expenditure Forecast

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Global expenditure on healthcare is expected to grow to $9.5 trillion in 2019 from $7.6 trillion in
2013 (at a CAGR of 4%), according to forecasts based on WHO data. The healthcare industry
will be driven by increases in the elderly population in need of medical supplies.

Factors Affecting Healthcare Industry in India

The Indian Healthcare sector perceives an unexpected paradigm shift in previous ten year.
However the transformation was predictable as the industry has been working in this direction
for a decade, but the change became noticeable in previous 2 years. There are various factors
which are responsible for the current pattern of healthcare industry. We can divide into two parts
i.e. Micro Variables and Macro Variables.
Micro Variables
The micro variables which are responsible for the growth of industry are as follows;
 Increased growth of private sector: private sector is growing rapidly in India; various
big players from other industries are now coming in healthcare and this ultimately lead to
the growth of healthcare sector.

 Cost effective surgical services: As per the data, the cost of in India is only approx. 10
percent of that in United States, it is beneficial in a way that it attracts medical tourism in
India.

 Gradual corporatization of the healthcare sector– In India the trend of corporate

hospitals has started by Apollo Hospital, other followed it. There seems the evidences of
huge gap between first corporate hospital and the trend of corporatization in India. The
healthcare sector is rapidly moving towards organization and corporatization. The table
below helps in showing the trend of corporatization in the sector.

Macro Variables
Macro variables, affected healthcare industry are further classified into following parts:

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  Strong Indian Economy: The economy of India is expected to cross US by 2050. The
economy experienced 9.0 percent growth in GDP during the year 2005-2006 which rises
9.4 percent in 2006-2007

Healthcare Sector Trends and Strategies for Growth

Four key trends are shaping the healthcare market.

 Older Populations will Need More Healthcare

The size of the aging population will continue to increase over the next few decades. In 2010,
individuals over the age of 65 were 8% of the total population. This is expected to increase to
16% by 2050 according to the WHO. Older people generally spend more on healthcare.

Healthcare companies should, therefore, increase their focus on age-related diseases.

 Emerging Markets’ Healthcare Sectors are Expanding

Rising income levels and demand for improved healthcare in emerging economies is prompting
growth of the healthcare industry in these regions. India and China, for example, have seen a
rapid rise in the middle- to high- income level population and are seeing increases of healthcare
expenditure per head of nearly 10% per annum, according to the World Bank.

Healthcare companies should, therefore, focus on business expansion in emerging economies.

 Many Countries are Introducing Healthcare Reforms

Led by the U.S., major healthcare reforms are occurring in many countries. In 2010, the U.S.
passed into law the Affordable Care Act (ACA) or Obamacare as it is known, which aims to
provide unrestricted access to healthcare for all and to regulate healthcare financing. The
European Union has also been focused on cost containment measures. Examples include the
implementation of Arzneimittelmarkt-Neuordnungsgesetz (Germany, 2011) and value-based
pricing systems (U.K., 2014).

These reforms are creating huge opportunities and risks for healthcare companies; the winners
will be those that understand the reforms best and react to them fastest.

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  More Patients will be Treated at Home

Home monitoring and telemedicine (including E-healthcare services) will assume increasing
importance in the coming years. Insurance companies and governments will attempt to reduce
healthcare costs by treating patients at home. The market for home healthcare devices was
valued at $5.7 billion in 2013 and is expected to grow at a CAGR of 17% to reach $12.6 billion
in 2018. The currently small telemedicine market is expected to grow at a CAGR of 59% over
the forecast period to reach $4.5 billion in 2018 Healthcare companies should explore
opportunities in telemedicine and home monitoring.

The future perspective of medical industry seems to be immensely bright and encouraging for
this industry in terms of the expected surge in global demand and upsurge in investments.
Several trends such as globalization, continuous investments in research and development, newer
techniques of drug development and discovery, product proliferation, mergers and acquisitions
are the key drivers of this industry. Increasing corporatization of Private Healthcare in the
backdrop of a growing and affluent middle class is an emerging trend that has been pushing the
growth of this industry. Health Insurance and Medical Tourism are the other significant trends,
which are governing the global healthcare and medical industry. Most of the nations are now
emphasizing on the accreditation of medical professionals so as to ensure legitimacy of the
services provided by them. Robust advancement in the field of information technology will allow
critical medical data to be processed and transferred quickly over larger distances, thereby saving
time of both the patients and physicians in the speeding delivery of treatment.

Factors that propel demand for healthcare facilities in India as per CRISIL
research:

 Improvement in health awareness

 Changes in disease profile
 Rising penetration of health insurance
 Increasing opportunities of medical tourism
 Rising incomes
 Growth opportunities regards to non-communicable disease

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CRISIL research estimates that the market for cardiac healthcare was $ 950 billion in 2016-2017,
which is expected to grow at 15% CAGR to Rs. 1.9 trillion by 2021-2022. Furthermore by 2021
potential market for oncology is expected to increase to Rs 522 billion, while that for diabetes is
forecast to grow to Rs. 376 billion, thereby indicating tremendous growth opportunities in these
segments.

Expansion plans by major private players are expected to be skewed towards illness related to
the inpatient department and hence, the share of IPD by value is projected to increase from 845
in 2016-2018 to 85% in 2021-2022.

OVERALL HEALTH DELIVERY MARKET GROWTH:2016-2017

TO 2021-2022
10
9
8
7
6
5
4
3
2
1
0
2016-2017 2017-2018 2018-2019 2019-2029 2020-2021 2020-2022

OVERALL HEALTH DELIVERY MARKET GROWTH:2016-2017 TO 2021-2022

GROWTH DRIVERS

Growth contributors of domestic healthcare delivery industry are:

 Rising population as well as life expectancy requiring greater health coverage.

 Increasing income levels to make quality healthcare service more affordable.
 Increase in demand for lifestyle disease related healthcare services for the next five years.

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  Growth in health insurance coverage to propel demand
 Growth in medical tourism to aid demand for health care market.

INDIAN OVERVIEW

India has embarked upon a journey of healthcare system transformation. The government
introduced important structural reforms in the last decade and has re-emphasized its vision of
creating access to a minimum set of healthcare services for all. The private sector experienced
unprecedented growth during this period.

Growth in the next decade will be closely linked to the nature and extent of reform. India’s
health challenges, through unique and complex, also offer remarkable opportunity. Thus, the
next decade holds inspiring possibilities, while likely being a challenging journey.

At the turn of this century, health outcomes in India and the quality of the underlying health
system significantly lagged those of peer nations. From such a weak starting position, the
progress made in the last decade has been mixed. The government has recognized the need for
reform and introduced several in the Eleventh and Twelfth Five- Year Plan. The private sector
has played an important role improving access and quality during this timeframe.

Yet today, India finds itself lagging behind peers on healthcare outcomes. The situation is further
complicated by inequity in healthcare access across states and demographic segments within the
population. It is abundantly clear that a ‘status quo’ approach will be inadequate to tackle this
challenging situation. India’s reform journey will need to gain momentum and drive
implementation at scale.

Spend on healthcare by the government will need to be increase. Infrastructure gaps will need to
be closed. Workforce utilization and scarcity will need to be addressed. And in order to achieve
all this, the government and private sector will need to collaborate closely, beginning with an
inclusive and transparent dialogue to envision India’s longer term health system.

The Government has now articulated in its Twelfth Five-Year Plan its long-term vision to
achieve ‘universal health coverage’. To achieve this vision, the government will need to lead the

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journey over the next four decades to transform the country’s healthcare situation. It will need to
define its role and choose from either a ‘primary payer’ or a ‘primary provider’ role, and
undertake several imperatives. At the same time, changing demographics, psychographics and
epidemiology will present the private sector with opportunities. To capture these, the private
sector will need to build specific capabilities, develop new business models and actively
collaborate with the government.

Medical Tourism: a new growth factor for India’s Healthcare Sector

 Presence of world-class hospitals and skilled medical professionals has strengthened
India’s position as a preferred destination for medical tourism.
 Superior quality healthcare, coupled with low treatment costs in comparison to other
countries, is benefiting Indian medical tourism which has, in turn, enhanced the prospects
of the Indian healthcare market.
 Treatment for major surgeries in India costs approximately 20 per cent of that in
developed countries.
 India also attracts medical tourists from developing nations due to lack of advanced
medical facilities in many of these countries.
 As of 2016, medical tourism market in India is estimated to be around USD3.9 billion
and is expected to reach USD8 billion by 2020. During 2013-16, the country’s medical
tourism market witnessed growth at a CAGR of 27 per cent.
 Inflow of medical tourists is expected to cross 3.2 million by 2015 compared to 0.85
million in 2012.
 Yoga, meditation, Ayurveda, Allopathy and other traditional methods of treatment are
major service offerings that attract medical tourists from European nations and the
Middle East to India.

KERALA OVERVIEW
In many respects, Kerala's health status is almost on par with that of developed economies. The
state has succeeded in increasing life expectancy as well as reducing infant and maternal
mortalities. The implementation of land reforms ended feudalism in Kerala and improved the
standard of living of poor farmers and tenants. Public Distribution System of Kerala played an
important role in improving nutritional status. Kerala's public health care system has helped in
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providing healthcare facilities to people of all strata of society. Changes in educational and
health care sectors are mutually dependent.

Improvement in female literacy is considered as the single most important factor that enhances
health status of a society. Most of the social reform movements in Kerala gave importance to
education. The thrust on education was sustained by efforts of the democratic governments. As a
result of these entire developments Kerala's health model succeeded in attaining higher health
standards based upon social justice. World Health Organization has described the Kerala Model
of Health as "Good Health at low cost based upon social justice and equity."

From Success to Crisis:

During the past few years, Kerala's health care sector has been facing serious crises. Important
among them are: Return of previously eradicated infectious diseases and the emergence of new
ones, rapid increase in the incidence of lifestyle diseases, prevalence of the health problems
specific to women and the aged, constraints of government hospitals, excessive privatization of
health sector, rising treatment costs, entry of self-financing medical education, dearth of human
resource in health care sector and lack of health sciences research.

Kerala's health sector had begun to face crises by early 1980s. Doubts regarding existence of
cracks in Kerala health model emerged with the return of epidemics (like Hepatitis, Cholera, Rat
fever and Malaria) which were once considered as completely eradicated. Soon, new epidemics
appeared in Kerala (ex: Dengue Fever, Chickunguniya, Japanese Encephalitis and H1N1). In the
mean time, incidence of lifestyle diseases like diabetics, hypertension and cancer cases increased
at an alarming rate. By the beginning of 1990s, Kerala society started to bear the double burden
of resurgent epidemics and emergent lifestyle diseases. High incidence of suicides indicating a
low mental health status and casualties due to motor accidents are also signs of the crisis faced
by Kerala model of health. The severity of health crises faced by marginalized groups (like
Adivasis, fishing communities and people dependent on traditional occupations) is greater than
that faced by 'mainstream' society. Recent large scale deaths of tribal infants in Attappadi
highlight this problem.

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COMPANY PROFILE

22
ASTER DM HEALTHCARE

Aster DM Healthcare was founded in 1987 in Dubai, United Arab Emirates by Dr. Azad
Moopen, a doctor turned entrepreneur. In 1987, Aster DM Healthcare started off as a single
clinic (Al Rafa Polyclinic) under the leadership of Dr. Azad Moopen. It has been 30 years since
then and Aster DM Healthcare has evolved into one of largest integrated healthcare providers.

The Dubai-headquartered healthcare conglomerate, currently one of the largest and fastest
growing conglomerates in the MENA region, Aster DM Healthcare covers the full spectrum of
healthcare services. An expansive portfolio includes hospitals, clinic, Diagnostic centre, retail
pharmacies and an advanced Medical City in the Middle East, Far East and India.

From a single clinic to a performance-driven healthcare enterprise spread across 311

establishments in 9 countries and growing, Aster DM Healthcare has transitioned into being a
growing network across the Middle East, India and Far East. The Aster DM network now
encompasses 25000+ Employees, 2018 Doctors, 18 hospitals, 96 Clinics, 203 Pharmacies which
includes several JCI accredited Hospitals, clinics and Diagnostic Centres. Never content to rest
on its laurels, Aster DM Healthcare is constantly seeking opportunities to set new yardsticks with
advanced developments. With many more innovative and ambitious initiatives, Aster DM
Healthcare has radically catalysed the healthcare revolution across Middle East, India and Far
East. Each of the Group’s verticals is a symbol of distinction, driven by the commitment to build
a healthier tomorrow and to take healthcare to the next level of excellence.

UPCOMING PROJECTS

Aster DM Healthcare had announced multiple investments of around 600 crore in Kerala in
various projects in 3 years. The flagship investment will be in a Greenfield 500 bed super-
specialty hospital in the state capital, Thiruvananthapuram. The group had also announced two
new projects, a 250 bed multi-specialty hospital in Kannur and a 300-bed super-specialty
hospital Kochi. Taking the proposed expansion at Aster MIMS Calicut into account, the various
projects will add over 1000 beds to the group’s existing capacity of 2000 beds in the state. The
three new projects are expected to add about 4000 more additional jobs which will benefit the
employment prospects in the state.

23
 GLOBAL NETWORK

ASTER DM
MIDDLE EAST HEALTHCARE FAR EAST

UAE PHILIPPINES
OMAN INDIA
BAHRAIN
QATAR KOCHI
SAUDI ARABIA BENGALURU
CALICUT & KOTAKKAL
HYDERABAD
KOLHAPUR
WAYANAD

ASTER MIMS, CALICUT

Aster MIMS, a NABH accredited hospital is a 673-bedded multi specialty care center delivering
an entire range of preventive, acute and outpatient services. The hospital, located in the heart of
city of Kozhikode in Kerala is ideal for people seeking treatment from various ailments, not only
because of its superiority in infrastructure but also because of its commitment in operating with
the highest standards of safety, cleanliness, integrity and honesty. There is absolutely no
substitute for good health, and health of the people is the first priority for Aster MIMS.

Aster MIMS is an answer to the health care needs of a growing population across northern
Kerala, promising a comprehensive, caring and cost-effective medical treatment of world-class
quality. And, it is achieved through a team of highly qualified and committed medical
professionals supported by the most advanced medical technologies. Aiming a better tomorrow
in the field of medical science, the centre supports advanced medical education and research. It is

24
owned and managed by Aster DM Healthcare; a Dubai based healthcare conglomerate founded
by Dr.AzadMoopen.

The hospital has a multispecialty which includes Internal medicine, General surgery, Anaesthesia
and critical care, Emergency, Pulmonology, otorhinolaryngology, Dermatology,
Craniomaxillofacial surgery, Dental sciences, Infectious diseases and infection control,
Psychiatry and Nuclear medicine and has eight centres of excellence such as Cardiac Sciences,
Orthopaedics, Neurosciences, Nephrology and Urology, Oncology, Gastroenterology and
Hepatology, Women's Health and Child and Adolescent Health.

The clinical laboratory which conducts Biochemistry, Haematology, Bacteriology, Mycology,

BS Level 3 Tuberculosis, Serology, Histopathology, Neuropathology, Renal pathology,
Pulmonary pathology, Haemetopathology, Bone Pathology and Onco pathology tests, is
integrated with the hospital information system. The hospital has an ambulance service, a
pharmacy and a rehabilitation centre. A blood bank is also operational round the clock.

Across the years, Aster MIMS aspires to evolve into a medical destination one that attracts and
nurtures the best talent, keeps upgrading technology as well as Fosters research, education and a
distinctive work culture that is ethically and socially relevant to provide holistic treatment with a
multidisciplinary approach.

MULTISPECIALITY HOSPITAL

 Internal Medicine
 Anaesthesiology
 Dental, Oral & Maxillo Facial Surgery
 Dermatology
 Endocrinology
 ENT And Head & Neck Surgery
 Family Medicine
 General Medicine
 Laboratory Medicine
 General Surgery
25
  Emergency
 Pulmonology
 Infectious Diseases & Infection control
 Nuclear Medicine
 Ophthalmology Aesthetics & Plastic surgery
 Psychiatry
 Pain & Palliative medicine

ELEVEN CENTRES OF EXCELLLENCE

 Cardiac Sciences
 Orthopaedics & Rheumatology
 Neurosciences
 Nephrology & Urology
 Oncology
 Gastro Intestinal Sciences
 Women’s Health
 Child & Adolescent Health
 Emergency Medicine and Critical Care
 Plastic and Reconstructive Surgery
 Multi Organ Transplant

SUPPORT SERVICES

 Emergency Services
 Intensive Care Units
 Operation Theatres
 Diagnostics & Blood bank
 Clinical Imaging
 Pharmacy
 Aster wellness (Clinical nutritionists, Dieticians and Fitness experts)
 Insurance

26
INNOVATIVE TECHNOLOGY

 The Diagnostics division is equipped with 3 Tesla Digital MRI Scanner, 256 slice CT
Scanner, Digital Mammography system, The Dexa, Digital X-Ray, Time of Flight PET
CT, Cath Lab Allura Clarity system, Flat panel Bi-plane Hybrid Cath Lab, Colour
Doppler Systems electronic 4D Imaging and Ultrasound Machines with multi modal
image fusion.
 Automatic Drug-Dispensing Pharmacy: First of its kind in India, with a fully automated
pharmacy robot for faster and 100% precise dispensing of medicines.
 Fully digitalized Anaesthesia care station: Digital Telemetry- A Patient Vitals
Management System that enables transferring of Patients Vitals through Wireless
transmission (patients wearing the vital monitoring transponder) for real-time recording,
transmission and archiving; thereby ensuring zero loss chances of patients’ vitals.
 Pneumatic Chute - to avoid time lapse in medicine, sample dispensing.
 One of the most advanced healthcare destinations in India; Aster MIMS offers a
comprehensive range of diagnostic and therapeutic technology to facilitate efficient and
accurate treatment.

THE VISION

“A caring mission with a global vision”

THE VALUES

 Integrity- Doing the right thing without any compromises and embracing a higher
standard of conduct.
 Passion- Going the extra mile willingly, with a complete sense of belongingness and
adding value to all our stakeholders.
 Respect- Treating people with utmost dignity, valuing their contributions and fostering a
culture that allows each individual to rise to their fullest potential.

27
  Excellence- Surpassing our current benchmarks constantly by continually challenging
our ability and skills to take the organization to greater heights.
 Compassion- Going beyond boundaries with empathy and care.
 Unity- Harnessing the power of synergy and engaging people for exponential
performance and results.

THE MISSION

A preferred provider of high quality comprehensive healthcare to the masses.

Be an employer of choice to the job seekers.

Pursue clinical and service excellence and set benchmarks in patient care, research, education
and social responsibility through a compassionate and motivated team.

MOTTO

“We’ll treat you well”

This is the promise and the brand motto of Aster MIMS. Aster MIMS strives to keep this
promise by ensuring high quality personalized medical care.

MILESTONES OF THE COMPANY

1987 : Established our first clinic (Al Rafa Poly Clinic) in the UAE

1995 : Launched the first super specialty medical centre in Dubai.

2001 : Started the first MIMS hospital in Calicut

2005 : First Hospital in Dubai as Al Rafa Hospital for Maternity and Surgery

2006 : Medcare hospital commenced operations

28
2008 : India value fund 111A acquired 28.20% of the paid up equity share capital the
company calculated at the time of investment. First acquisition in India with Prerana
hospital at Kolhapur.

2009 : Al Raffah hospital, the first hospital in Oman, commenced operation in Muscat

2010 : The company acquired 100% of the paid up equity share capital of Affinity, Mauritius.

Al Raffah hospital, the second hospital in Oman, commenced operation in Sohar.

2011 : Second medcare hospital, namely Medcare orthopaedics and spine hospital under
Medico brand.

2012 : Olympus acquired 25.47% of paid up equity share capital of the company. 40.80% of
the paid up equity share capital of sanad Al Rahma for medical care LLC was
conditionally acquired.

2013 : Our Company acquired 60.35% of paid-up equity share capital of IHPL and
consequently MIMS became our subsidiary.

2014 : The Company acquired hospital operational and management rights in Aster CMC,
Bangalore pursuant to the hospital operation and management agreement dated May
12, 2014.

Aster Medcity was inaugurated in Kochi, Kerala

The company acquired 51% voting rights in Sainatha Hospitals, Andhra Pradesh.
We acquired 54% stake in aster Kuwait. We acquired 51% stake in orange pharmacies
LCC, Jordan.

2015 : First clinics in the Kingdom of Bahrain commenced operations.

First clinic in Philippines commenced operations.

2016 : The Company divested its stake in Medipoint hospital private limited, Pune.

29
 BOARD AND MANAGEMENT
 Chairman - Dr. Azad Moopen
 Cluster CEO (Chief Executive Officer), Kerala Aster DM Healthcare - Dr. Harish Pillai
 Chief Operating Officer - Sameer PT
 Chief of Medical Services - Dr. Hamza PM
 Chief Finance Controller - Jayakrishnan P
 Chief Business Development Officer – Anvar Hussain
 Biomedical and Stores Management Head – Maneesh TM and Mohammed K
 Human Resource Head – Briju Mohan KR

MANAGEMENT ORGANIZATION CHART:

Chairman &MD Dr Azad

Moopen

Executive Director CEO retail India Exec. Director and Group

& CEO
Jobi Lal V Head TJ Wilson
Alisha Moopen

CEO-Kochi
Group CFO Group
Secretarial CQO
MEDCARE CEO-Aster CEO-
CEO-
SYMPHONY
hosp &clinics HMS
Bangalore Group CMO Group
COO
Legal CIO
MWCHosp CEO –Aster H&C CAO-
Qatar Wayanad Government GROUP
CFC-GCC
CHO
CEO
Medcareosp CEO –Aster h&c Rest of India
Audit Group
Oman units
CMCO
COO MOSH
Acting CEO- EHS/Projec
Sanad hosp, KSA ts
COO MMC
COO-Aster clinic- CEO: Chief executive officer
GCC COO: Chief operating officer
COO CAO: Chief administrative officer
COO-Aster
Medcareosp CFO: Chief financial officer
hosp-Mankhool
CMO: Chief medical officer
CFC: Chief financial controller
CQO: Chief quality officer
CIO: Chief information officer
CHO: Chief hr officer
30 CMCO: Certified medical compliance officer
HIERARCHY OF THE ORGANIZATION:

The founder of the company is Dr. Azad Moopen. He is the chairman and Managing Director of
the company. He visits all of the branches often. Next set of line consists of Executive Director,
CEO Retail Executive Director and Group Head. They are usually present in Aster Dubai. The
above sections are given various subsections to be taken care of. Under the Executive Director,
we have MEDCARE, Aster Hospital and Clinics and Symphony. They take of various mini
sections. In India, we have five hospitals, mainly in Kochi, Bangalore, Calicut, Wayanad and
Kannur. There is an upcoming Project in Trivandrum. Under the Executive Director and Group
head TJ Wilson, we have Secretarial, legal, government, audit etc. we also have Group CFO,
CMO, CHO etc for each of the hospitals. They come in a different category which stands
alongside with the CEO.

The Chief Executive Officer is in charge of the entire hospital. They look into the matters of all
the Departments. Chief Operating Officer looks into the operating services and how things are
handled there. Chief Administrative Officer looks into the administration mainly the front office,
International Desk etc. Chief Financial Officer looks into the finance functions related to
payment. Chief Medical Officer is the head of all Medical Departments including the Nursing
Stations. Chief Quality Officer has to ensure the standards and quality of the Hospital regarding
service, canteen, cleanliness, ambiance etc. Chief HR Officer looks into the relation with the
Employees, creating a Positive Working Atmosphere and looking into their grievances.

Each of the Departments will have a head to coordinate amongst them. Since Hospital is round
the clock working organization, it is quite a tedious job to ensure that everything takes place
accordingly. Each head will specialize in their own field of expertise. The hierarchy remains the
same in all hospitals and slight variations are visible in it. The kind of work may also vary
depending upon the capacity of the hospital and the location. It also depends upon the number of
patients and the competitors.

31
CSR ACTIVITIES

Aster MIMS’s major Corporate Social Responsibility (CSR) activities include:

 Aster Foundation Dr. Moopen’s Foundation lends a supporting hand to those in need with
social initiatives that focus on healthcare, education, and empowerment of women and
upliftment of living standards in villages.
 DMF- Jubilee Community Dialysis Centre, Thiruvananthapuram, in association with
Jubilee Mission Hospital, Thiruvananthapuram. Established 3 years ago, around 48
patients are beneficiaries of the dialysis service offered here.
 Early Disease and Cancer Detection Centre (ED&CDC), Alappuzha, Kerala, in
association with Asraya Charitable Trust, which conducts cancer detection and medical
camps that benefit more than 5400 people.
 Early Cancer Detection Centre (EDDC), Kannur, in association with KIDMA Charitable
Trust, which provides medical services to more than 2280 patients. Early Cancer
Detection Centre (EDDC), Kasargode, in association with CH Centre Charitable Trust,
which provides medical assistance to more than 1000 patients.
 An Orphanage for children from North India at Mukkam Muslim Orphanage, Calicut.

 10 free heart surgeries for Alivu Charity Cell, Malappuram, 5 heart surgerie for Karuna,
Karunagapally

 A high-tech library in SAFI (Social Advancement Foundation of India) – an educational

movement with a deemed university concept Village adoption-
Kalpakancherry&Vazhayoor

 Projects in North India:

 Mobile medical Clinic (MMC), Jamshedpur, Jharkhand State
 Medical Diagnostic Centre, Raja hat, Purganas District, West Bengal

32
ASK Foundation
The Aster Sick Kids Foundation or ASK Foundation (A unit of Aster DM Foundation) is an
initiative by Aster, supported by Dr. Moopen Foundation, to ensure the best in healthcare for
children under the age of 18 - irrespective of their socio-economic background. The Foundation
provides expert medical care including advanced life support, cancer care, transplant surgery and
neonatal intensive care to deserving children, with the support of funds raised through various
charitable activities. The ASK Foundation also extends a helping hand to deserving children who
are being treated in hospitals other than Aster MIMS, by providing all possible treatment
assistance. ASK help children recover Cancer treatment , Intensive care for Fatal Ailments,
Neonatal Intensive Care, Life Saving Surgeries.

UNIQUE FEATURES OF ASTER MIMS

 Over a hundred medical professionals as full-time doctors

 First multi-specialty hospital in the country to gain NABH accreditation
 Level IV Trauma care facility
 One of the Intensive care facilities in the country
 Blood Bank with component separation facility
 The first Cochlear Implant Clinic in the State of Kerala
 Advanced Interventional Radiology
 State of the art Nuclear Medicine Department
 Round the clock availability of Interventional Cardiologists for Primary angioplasty
 24-hour availability of Neurologists for thrombolysis in stroke
 Integrated MIMS Academy with DNB, nursing and paramedical courses

33
DEPARTMENTS OF THE COMPANY

DEPARTMENTS OF ASTER MIMS

CLINICAL AND SURGICAL NON CLINICAL

DEPARTMENTS DEPARTMENTS

1. Cardiology 1. Finance
2. Anaesthesiology 2. Human Resource
3. Cardiothoracic anaesthesiology 3. Business Development
4. Cardiology 4. Purchases and Material
5. Cardiothoracic Surgery Management
6. Dental Surgery, 5. Quality Management
7. Dermatology 6. Legal
8. Emergency Medicine 7. Operations
9. Endocrinology 8. IT
10. Family Medicine 9. Guest relation
11. ENT 10. Stores Management
12. Gastroenterology
13. Lower Gastrointestinal Surgery
14. Upper Gastrointestinal Surgery
15. General Medicine
16. General Surgery
17. Intensive Care Unit
18. Reproductive Medicine
19. Neonatology
20. Nephrology
21. Neurology,
22. Neurosurgery,
23. Obstetrics and Gynaecology
24. Oncology
25. Surgical Oncology
26. Ophthalmology
27. Oral and maxillofacial surgery
28. Orthopedics

34
BUSINESS DEVELOPMENT DEPARTMENT
Business development department is responsible for the development of the organization and
create long term value for organization from customers, markets and relationships. This
department carries out the marketing activities of the organization. Different methods
incorporated for the promotional activities are advertisements, social media marketing, and Web
Pages. Referral marketing is one of the marketing methods adopted where in the doctors from
other hospitals and clinics refer their patients to Aster MIMS. Medical camps are conducted in
rural areas for the well being of the citizens, this camps conducted as a part of CSR activities.

There is a separate wing for the international promotional activities. The doctors from Aster
MIMS visit the clinics abroad and refer patients. Every business development officers have a
target.

BILLING DEPARTMENT

It is the process of providing an invoice for the customers for the healthcare service rendered.
Different types of bills offered by hospital are self-pay bills, international bills and international
insurance. Every floor in the hospital has a billing employee in order to update the activity card
and keep a track on patient’s financial activities. Cash counters are available in certain floors for
the convenience of the patients for the bill settlement. There are billing staff assigned in the OT
to keep a track on equipments used and other additional requirements which they utilize.

HIRERACHY OF BILLING DEPARTMENT:

SENIOR MANAGER

MANAGER

FINANCE EXECUTIVE ASSISTANT MANAGER SENIOR

COUNCELLORS EXECUTIVE

PRICING STAFF HIS SYSTEM CASHIER

UPDATING STAFF

35
HUMAN RESOURCE

The main function of HR department is talent acquisition, payroll processing, attendance

management of employees, leave management, MIS report updation. The job seekers have to
upload there resume in the aster website. During the recruitment process the recruiters of the HR
department will select the resumes of the suitable candidates and call them for the interviews.
There are three rounds of interviews conducted by head of the concern department, HR manager,
and HR executive. Nurses have written exams before the interviews. When an employee leaves
the organization there is an exit questioner to know the reason for resigning from the job. When a
new employee joins the organization he is employed as a trainee for a period of one year with
stipend. Once the training period is over he is given an opportunity to work for next 6 months i.e.
probation period. During this period the employee’s performance is evaluated, if he is suitable
for the job after six months he is made as a permanent employee of the organization.
Competency mapping is done once in a year in order to understand the employee development in
skills, knowledge and attitude. Based on the performance appraisal which is conducted every
year, compensation and other payments are revised.

INFORMATION TECHNOLOGY
The information technology department at hospital provides an array of services that support
enterprise and departmental computer system for hospital and its affiliated clinics. IT department
allows healthcare providers to collect, store, retrieve and transfer information electronically. ERP
is the Hospital Information System used in hospitals. The main internet service providers of the
hospital are TATA and BSNL. Different areas that comes under the functioning of the IT
departments are human resource management software, que management, online ticketing tool,
wheel chair management system, HIS system, CCTVs, multidisciplinary team meeting, disaster
recovery site. Data centre privilege is given only for the IT staff.

36
HIERARCHY OF INFORMATION TECHNOLOGY:

MANAGER

TEAM LEADER

SUPPORT ENGINEER

SERVER SUPPORT NETWORK SUPPORT DESKTOP HELP DESK

ENGINEER ENGINEER SUPPORT COORDINATOR
ENGINEER

STORE

Store manager is responsible for maintaining the store in order to ensure hospital staff has access
to necessary supplies. Different types of stores are main store, OT store, cathlab store, lab store.
Types of stocks maintained in store are engineering consumables, medical consumables,
housekeeping, printing and stationary. The items in the stores are placed in different racks for
easily locating. Main responsibilities of the store function are to provide store service
economically. The main functions are identification, receipt, inspection, storage, stock control,
issue and dispatch, stock records, stores accounting, stock taking. When a department requires an
item from the store they need to send a purchase request through the HIS system. Once this
request is being received the concern person in the store has to follow up the request and issue
the required goods.

HEAD PROCUREMENT

MANAGER STORE

SENIOR EXECUTIVES EXECUTIVE STORES

37
FINANCE DEPARTMENT
The Finance department is responsible for the overall finance of the hospital and is accountable
for the accuracy of all financial accounting transactions.

The Functions include:

FINANCIAL OPERATIONS

Financial operations include functions of Accounts receivable, Accounts payable, supply chain
management & cash management. The main role is to underpin the financial accounting
processes and payment of vendor invoices and proactively manage the timely billing and
collection of hospital income.

38
SWOT ANALYSIS

39
STRENGTH

 Offers comprehensive range of cutting-edge diagnostic and therapeutic technology to

facilitate efficient and accurate treatment.
 Their staffs consist of some of most elite specialist, physicians and surgeons trained from
some of the best medical schools of the world.
 The hospital serves as a referral healthcare centre for patients from the Persian Gulf
region thus encouraging medical tourism.
 Offers comprehensive range of cutting-edge diagnostic and therapeutic technology to
facilitate efficient and accurate treatment. Some of the technologies are:
1. Digital ICU/ E-ICU: All the equipment’s in the ICU are integrated to
the HIS software for better management and easier treatments.
2. Best in class Imaging and radiology: 256 slice Philips CT scanner with
low dose of radiation to the patients, 3 Tesla MRI etc.
3. Fully digital anaesthesia, telemetry & patients vitals management
system.
 Has the best post-operative care facility in Kerala.
 Aster MIMS is the Top angioplasty hospital in Kerala
 The hospital has wide global network-311 establishments in 9 countries and growing.
 Aster MIMS is readily accessible from major cities across India for domestic medical
value travellers.

WEAKNESS

 The rising cost of healthcare delivery at the hospital has become expensive for the lower
and middle class family.
 Purchase of specialized biomedical equipment and non bio medical equipments from
foreign manufactures in foreign currency. The havoc caused by the fluctuation in INR
against foreign currency like could increase these expenditures significantly.
 High employee turnover ratio

40
OPPORTUNITIES

 According to CRISIL, India is fast emerging as a major medical tourist destination.

Hence Aster MIMS intends to increase their marketing efforts to attract medical value
travellers to their hospital from the MENA region, especially the Gulf Cooperation
Council (GCC) states and India.
 Increasing population in India.
 Growing attention for health.
 Rapid development in healthcare industry.
 New Therapy approaches (sports medicine).
 Globalization
 Hospital is planning to turn the campus into a township consisting of all the amenities in
one space.

THREATS

 Severe Competition from Hospitals in and around Calicut. Few of the strong competitors
are Baby Memorial Hospital, Meitra, and Starcare
 Certain changes in Government rules and regulations can negatively affect the hospital’s
growth.
 Mature markets competitive. In order for Aster hospital to grow in a mature market, it has
to increase market share, which is difficult and expensive.
 Increased demand for expensive medical technology.
 Increased pressure for reduction in healthcare costs.

41
PORTER’S FIVE FORCES MODEL FOR ASTER MIMS

Threat of
substitutes
substitutes like
relegious medical
centres, missonary
hospitals, home
remedies and
ayurvedic centres

Threat of new
Power to suppliers
entrants Industry rivalries
suppliers are having
there is a moderate The company has limited or no power
threat of new entrants rivals in the industry since the hospital has
due to the attractive with hospitals like neumerous vendors
industry but limited BMH,Starecare, ready to accept bulk
due to high ivestment
Meitra etc orders here are no
costs & government
labour unions
regulations

Power to
consumers
Consumers have no
power over the
pricing. prices are
fixed. there is no
bargaing power for
the consumers

42
FUNCTIONING OF HUMAN RESOURSE
DEPARTMENT

43
HUMAN RESOURSE DEPARTMENT
In any industry, whether manufacturing or service, we have multiple departments, which
function day in day out to achieve organizational goals. The functioning of these departments
may or may not be interdependent, but at the end of day they are linked together by one common
thread – HR Department.

HR department is that part of an organization that manages its employees. The business
functions of an hr department typically include planning, organizing and controlling its
company's resources.

HR VISION

Enabling the employees to be the part of a family of world class professionals committed to
provide comprehensive, caring and cost effective medical treatment to the people as a “Caring
mission with a global vision”.

ORGANOGRAM OF HR DEPARTMENT

HEAD HR

ASSISTANT MANAGER

SENIOR EXECUTIVE EXECUTIVE

44
FUNCTIONS OF HR DEPARTMENT

 Promoting and recruiting the best qualified people, recognising and encouraging the
value of diversity in the workplace.
 Providing a competitive salary and benefit package and developing the full potential of
our workforce by providing training and development for career enhancement.
 Providing a work atmosphere that is safe, healthy and secure and conscious of long term
family and community goals.
 Driving business through a robust performance management system
 Establishing, administering and effectively communicating sound policies, rules and
practices that treat employees with dignity and equality while maintain company
compliance with employment and labour laws and corporate directives.

KEY QUALITY INDICATORS OF HR

 Employee Awareness
 Employee Attributes
 Employee Absenteeism
 Employee Satisfaction

CLASSIFICATION OF EMPLOYEES

 Permanent
An employee who has been engaged on a permanent basis and includes any person who
has satisfactorily completed the period of probation stipulated in his appointment letter.
 Probationer
An employee who is provisionally employed to fill a permanent vacancy to a post and
has not completed the probationary period stipulated in the appointment letter.
 Temporary
An employee who has been engaged for work which is essentially of a temporary nature
and likely to be finished within a limited period.

45
  Casual
An employee who is engage to work of casual nature or which is non recurring in nature
and whose services are liable to be terminated without any notice.
 Contract Staff
An employee who has been engaged for a specified period on specified terms.

POLICIES OF HR DEPARTMENT

 Manpower Planning, Recruitment and onboarding related policies.

 Learning and Development and Uniform related Policies
 Employment related Policies
 Performance Management Policies
 Separation and Retirement Policies
 Other Policies

MANPOWER PLANNING

Manpower planning is the process of estimating the optimum number of people required for
completing a project, task or a goal within time. Manpower planning includes parameters
like number of personnel, different types of skills, time period etc. It is a never ending
continuous process to make sure that the business has the optimized resources available
when required taking into consideration the upcoming future projects and also the
replacement of the outgoing employees. It is also called as Human Resource Planning.

PROCEDURE

The planning ensures availability of the right mix of manpower required to provide quality
healthcare services taking into consideration the patient load, number of beds, number and
type of procedures, type and level of care, specializations, infrastructure etc. The following
steps are included:

 Analysis of Present Manpower

An audit of present staffing can further determine the exact number of personnel
required and their skill levels. This is done by taking into account:

46
 1. The scope of services
2. All Professional Regulatory Council Requirements
3. All Accreditation Board Requirements
4. Volume of OP, IP and Emergency Patients
5. Periodical Staff Turnover
6. Nurse to Bed ratio
 Anticipation of Future Manpower Needs
This is to determine the number of persons likely to be needed on account of:
1. Developmental plans of the Organization
2. Advancement of Medical Science and technology resulting in need for new
skills and new categories of employees.
3. Changes in organization design and structure.

RECRUITMENT

Recruitment is a process of finding and attracting the potential resources for filling up the vacant
positions in an organization. It sources the candidates with the abilities and attitude, which are
required for achieving the objectives of an organization.

Recruitment process is a process of identifying the jobs vacancy, analyzing the job requirements,
reviewing applications, screening, short listing and selecting the right candidate.

PROCESS

 Recruitment Planning

Recruitment planning is the first step of the recruitment process, where the vacant positions are
analyzed and described. It includes job specifications and its nature, experience, qualifications
and skills required for the job, etc.

A structured recruitment plan is mandatory to attract potential candidates from a pool of

candidates. The potential candidates should be qualified, experienced with a capability to take
the responsibilities required to achieve the objectives of the organization.

47
  Identifying Vacancy

The first and foremost process of recruitment plan is identifying the vacancy. This process
begins with receiving the requisition for recruitments from different department of the
organization to the HR Department, which contains −

 Number of posts to be filled

 Number of positions

 Duties and responsibilities to be performed

 Qualification and experience required

When a vacancy is identified, it the responsibility of the sourcing manager to ascertain whether
the position is required or not, permanent or temporary, full-time or part-time, etc. These
parameters should be evaluated before commencing recruitment. Proper identifying, planning
and evaluating leads to hiring of the right resource for the team and the organization.
 Job Analysis

Job analysis is a process of identifying, analyzing, and determining the duties, responsibilities,
skills, abilities, and work environment of a specific job. These factors help in identifying what a
job demands and what an employee must possess in performing a job productively.

Job analysis helps in understanding what tasks are important and how to perform them. Its
purpose is to establish and document the job relatedness of employment procedures such as
selection, training, compensation, and performance appraisal.

The following steps are important in analyzing a job −

 Recording and collecting job information

 Accuracy in checking the job information
 Generating job description based on the information
 Determining the skills, knowledge and skills, which are required for the job

The immediate products of job analysis are job descriptions and job specifications.

48
JOB DESCRIPTION

Job description is an informative documentation of the scope, duties, tasks, responsibilities and
working conditions related to the job listing in the organization through the process of job
analysis. Job Description also details the skills and qualifications that an individual applying for
the job needs to possess. It basically gives all the details which might be good for both the
company and the applicant so that both parties are on the same page regarding the job posting.

A Job description will include the following components:

 Roles and responsibilities of the job.

 Goals of the organization as well the goals to be achieved as a part of the profile are
mentioned in the job description.

 Qualifications in terms of education and work experience required have to be clearly

mentioned.

 Skill sets like leadership, team management, time management, communication

management etc required to fulfill the job

 Salary range of the job are mentioned in the job description

JOB SPECIFICATION

Also known as employee specifications, a job specification is a written statement of educational

qualifications, specific qualities, level of experience, physical, emotional, technical and
communication skills required to perform a job, responsibilities involved in a job and other
unusual sensory demands. It also includes general health, mental health, intelligence, aptitude,
memory, judgment, leadership skills, emotional ability, adaptability, flexibility, values and
ethics, manners and creativity, etc.

PURPOSE OF JOB SPECIFICATION

 Described on the basis of job description, job specification helps candidates analyze
whether are eligible to apply for a particular job vacancy or not.

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  It helps recruiting team of an organization understand what level of qualifications,
qualities and set of characteristics should be present in a candidate to make him or her
eligible for the job opening.

 Job Specification gives detailed information about any job including job responsibilities,
desired technical and physical skills, conversational ability and much more.

 It helps in selecting the most appropriate candidate for a particular job.

PERSONAL FILE MANAGEMENT

The main purpose is to maintain a detail and complete file of employees. HR Department
maintains the files of Aster employees who are currently working in the hospital. It includes

 Personal file
 Joining Report and letter of Appointment
 Credentials and Antecedent Check
 Gratuity form
 ESI form and PF form
 Certificates of Educational Qualifications and ID Proof
 Induction Certificates and Privilege Documents (in case of Doctors, Nurses Etc).

EMPLOYEE RIGHTS

As an employee, you are protected from discrimination in the workplace by Victorian and
federal laws. All stages of employment are covered, including:

 Recruitment, including how positions are advertised and how interviews are conducted
 Being offered unfair terms and conditions of employment
 Negotiating flexible work arrangements
 Disclosing disability in the workplace
 Returning to work after illness or injury
 Being unfairly dismissed, retrenched or demoted.
 Discrimination based on your career status, family responsibilities and parental status.

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The purpose of Employee Rights Policy is to educate the employees about their rights and build
a transparent administrative system to make employee’s work life smooth. It is the responsibility
of the HOD and HRD to ensure implementation of the policy under the supervision of HR Head.
Some of the Rights that they enjoy are:

 Right to know about the nature of the job entrusted to an employee.

 Right to know about the rules and regulations of the hospital.
 Right to receive Orientation and education from the HOD on duties, responsibilities,
policies and procedures.
 To avail leave during personnel emergencies with prior permission from the HOD.
 Right to be protected against all kinds of Occupational health hazard.
 Right to receive salary every month with proper breakup of payment.
 Right to adhere to ethical practises and work culture.
 Right to know about the disciplinary proceedings of the hospital.
 Right to know about one’s periodic appraisal carried out by the organization.
 Right to k now about the grievance handling mechanism of the hospital.
 Right to receive eligible benefits associated with the statutory and legal provision of
employment.
 Right to be protected from any kind of harassment from any other employee.

ESI

ESI stands for Employee State Insurance managed by the Employee State Insurance Corporation
which is an autonomous body created by the law under the Ministry of Labour and Employment,
Government of India.

This scheme is started for Indian workers. The workers are provided with a huge variety of
medical, monetary and other benefits from the employer. Any Company having more than 10
employees (in some states it is 20 employees) who have a maximum salary of Rs. 15000/- has to
mandatorily register itself with the ESIC.

Under this scheme, the employer needs to contribute an amount of 4.00% of the total monthly
salary payable to the employee whereas the employer needs to contribute only 1.00% of his

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monthly salary every month of the year. The only exemption to the employee in paying his
contribution is whose salary is less than Rs. 100/- per day.

BENEFITS OF ESI REGISTRATION

The benefits of registering under this scheme are varied. Some of them are:
 Sickness benefits at the rate of 70% (in the form of salary), in case of any certified illness
certified and which lasts for a maximum of 91 days in any year
 Medical Benefits to an employee and his family members
 Maternity Benefit to the women who are pregnant (paid leaves)
 If the death of the employee happens while on work – 90% of the salary is given to his
dependents every month after the death of the employee
 Same as above in case of disability of the employee
 Funeral expenses
 Old age care medical expenses

EMPOYEES PROVIDENT FUND

EPFO is one of the World's largest Social Security Organizations in terms of clientele and the
volume of financial transactions undertaken. At present it maintains 17.14 crore accounts
(Annual Report 2015-16) pertaining to its members.

The Employees' Provident Fund came into existence with the promulgation of the Employees'
Provident Funds Ordinance on the 15th November, 1951. It was replaced by the Employees'
Provident Funds Act, 1952. The Employees' Provident Funds Bill was introduced in the
Parliament as Bill Number 15 of the year 1952 as a Bill to provide for the institution of provident
funds for employees in factories and other establishments. The Act is now referred as
the Employees' Provident Funds & Miscellaneous Provisions Act, 1952 which extends to the
whole of India except Jammu and Kashmir. The Act and Schemes framed there under are
administered by a tri-partite Board known as the Central Board of Trustees, Employees'
Provident Fund, consisting of representatives of Government (Both Central and State),
Employers, and Employees.

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The Central Board of Trustees administers a contributory provident fund, pension scheme and an
insurance scheme for the workforce engaged in the organized sector in India. The Board is
assisted by the Employees’ PF Organization (EPFO), consisting of offices at 135 locations across
the country. The Organization has a well equipped training set up where officers and employees
of the Organization as well as Representatives of the Employers and Employees attend sessions
for trainings and seminars.

UNIVERSAL ACCOUNT NUMBER

UAN is Universal Account Number. The UAN is a 12-digit number allotted to employee who is
contributing to EPF will be generated for each of the PF member by EPFO. For example,
111222333444. The UAN will act as an umbrella for the multiple Member Ids allotted to an
individual by different establishments and also remains same through the lifetime of an
employee. It does not change with the change in jobs. The idea is to link multiple Member
Identification Numbers (Member Id) allotted to a single member under single Universal Account
Number. This will help the member to view details of all the Member Identification Numbers
(Member Id) linked to it.

The Major benefit of UAN or Universal Account Number will include easy tagging of multiple
Employees’ Provident Fund Member Id under a single number, thus reducing the confusion. The
UAN will help in easy transfer and withdrawals of claims. Along with these services like Online
Pass-Book, SMS Services on each deposit of contribution and Online KYC Update can be
provided on the basis of UAN number. Before that, you need to activate UAN from EPFO portal.

There are new UAN portal start to check your EPF balance and nowadays all the details like how
to check UAN status, download UAN EPF passbook, check EPF balance, provident fund claim
and many more facility provided by new UAN portal.

EPFO has now started to provide the refund of Administrative charges if all the KYC details are
updated for all employees. This incentive program is announced for the Year 2016-2017.

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GRATUITY

Gratuity is a benefit which is payable under the Payment of Gratuity Act 1972. Gratuity is the
sum of money paid by an employer to an employee for his/her rendered services to the
organization for the tenure of his/her services. Out of the several components that make up the
gross salary of a salaried individual, gratuity is one. Gratuity is a benefit payable under the
Payment of Gratuity Act passed in the year 1972.

Following are the few instances when you will be eligible to receive gratuity.

 An employee should be eligible for superannuation

 An employee retires
 An employee resigns after working for 5 years with a single employer
 An employee passes away or suffers disability due to illness or accident

CALCULATION OF GRATUITY

Listed below are the components that go into calculation of gratuity amount. The amount is also
dependent upon the number of years served in the company and the last drawn salary.

If,

N = number of years of service in a company

B = last drawn basic salary plus DA

Then,

Gratuity = N*B*15/26

PAYROLL PROCESSING

The Salaries Section is responsible for the payment of all Hospital staff through the operation of
weekly, fortnightly and monthly payrolls. The size and complexity of the Hospital together with
the wide variety of staff grades, payment entitlements and agreements creates significant
complexity in the payroll function. The Section works closely with the HR Department of the
Hospital and operating departments in ensuring that all employees are paid accurately and on
time.

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In addition to the payment of staff salaries, the Salaries Section facilitates a number of staff
deduction schemes including TDS (Tax Deducted at Source), PF (Provident Fund) and Health
Insurance Savings.

Emportant software is used which offers employees a high degree of autonomy through an
internet platform. Pay slips and details regarding tax may be made b

PROCESS:

 The HR personnel will send the first cut salary report on or before 25th to the following
Finance personnel in charge.
 The Finance personnel will then perform necessary control checks/arrive TDS and
communicate approximate aggregate salary amount for the month to the signing authority
by the 26th of the month.
 The Finance personnel will send back the final salary file to the Hr personnel by the 27th
of the month.
 The HR personnel will then prepare the final statement and give the duly signed
statement to the respective finance personnel in charge for preparing Fund Transfer
Letters on or before the 28th of the month.
 Finance personnel will prepare the final salary statement and Fund Transfer Letters and
counter sign the salary statement before submitting the same to authorized signatories for
signing on or before the 29th of the month.
 Finance personnel will submit the duly signed fund transfer letters to the bank by the 29th
of the month with an instruction to transfer the salary to individual accounts on the last
working day of the month.

PERFORMANCE APPRAISAL

Performance Appraisal Policy lays down the guidelines for conducting performance appraisal for
various purposes. It is conducted before extension of training, extension of services, promotion,
annual increment etc. Performance Appraisal is made as a combination of Competency and KPI.

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COMPETENCY MAPPING

Competency approach to job depends on competency mapping. Competency Mapping is a

process to identify key competencies for an organization and/or a job and incorporating those
competencies throughout the various processes (i.e. job evaluation, training, recruitment) of the
organization. A competency is defined as a behavior (i.e. communication, leadership) rather than
a skill or ability.

The steps involved in competency mapping are presented below:

 Conduct a job analysis by asking incumbents to complete a position information

questionnaire (PIQ). This can be provided for incumbents to complete, or used as a basis
for conducting one-on-one interviews using the PIQ as a guide. The primary goal is to
gather from incumbents what they feel are the key behaviors necessary to perform their
respective jobs.
 Using the results of the job analysis, a competency based job description is developed. It
is developed after carefully analyzing the input from the represented group of incumbents
and converting it to standard competencies.
 With a competency based job description, mapping the competencies can be done. The
competencies of the respective job description become factors for assessment on the
performance evaluation. Using competencies will help to perform more objective
evaluations based on displayed or not displayed behaviors.
 Taking the competency mapping one step further, one can use the results of one’s
evaluation to identify in what competencies individuals need additional development or
training. This will help in focusing on training needs required to achieve the goals of the
position and company and help the employees develop toward the ultimate success of the
organization.

KPI

Key performance indicators (KPIs) are business metrics used by corporate executives and other
managers to track and analyze factors deemed crucial to the success of an organization. Effective
KPIs focus on the business processes and functions that senior management sees as most
important for measuring progress toward meeting strategic goals and performance targets.

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Key performance indicators shine a light on how well a business is doing. Without KPIs, it
would be difficult for a company's leaders to evaluate that in a meaningful way, and to then
make operational changes to address performance problems. Keeping employees focused on
business initiatives and tasks that are central to organizational success could also be challenging
without designated KPIs to reinforce the importance and value of those activities.

GRIEVENCE REDRESSAL POLICY

The objective of the policy is to prevent employee grievances and to resolve if any arises. It is
applicable to all employees. It is reviewed annually.

PROCEDURE

 The immediate supervisor of the employee is responsible for handling the grievances and
to find a solution to the same.
 If it is not possible due to authority limitations of the supervisor, he/she can bring the
same to the notice of the Head of the Department that will redress the same at his level.
 If the employee is not satisfied, he can bring the complaint in writing to the HR
Department and they will conduct an enquiry and the decision will be intimated to the
concerned employee.
 If he/she is still not satisfied, the issue is brought to the CEO through HR Department.
 The decision of the CEO will be final.
 Counselling Sessions are also organized.

PROMOTION POLICY

The policy lays downs criteria for promotion of employees. It will be the responsibility of the
HR Department under the supervision of General Manager HR to implement the policy.

PROCEDURE

Promotion in position is given to an employee for any one or more of the following reasons.
Decision on promotion will be taken by the committee.

 Vacancy in a higher post

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  Performance appraisal reports
 Competencies in terms of qualification, experience and capabilities.
 Length of service in the organization.

SUPER ANNUATION

Superannuation is an organizational pension program created by a company for the benefit of its
employees. It is also referred to as a company pension plan. Funds deposited in a superannuation
account will grow, typically without any tax implications, until retirement or withdrawal. In the
United States, superannuation plans are usually either defined-benefit or defined-contribution
plans.

As funds are added by employer (and potentially employee) contribution and other traditional
growth vehicles, the funds are reserved in a superannuation fund. This form of monetary fund
will be used to pay out employee pension benefits as participating employees become eligible.
An employee is deemed to be superannuated upon reaching the proper age or as a result of an
infirmity. At that point, the employee will be able to draw benefits from the fund.

A superannuation fund differs from some other retirement investment mechanisms in that the
benefit available to an eligible employee is defined by a set schedule and not by the performance
of the investment.

Superannuation from the Employer and Employee Perspective

As a defined-benefit plan, superannuation supplies a fixed, predetermined benefit depending on a

variety of factors, but it is not dependent on market performance. Certain factors may include the
number of years the person was employed with the company, the employee's salary, and the
exact age at which the employee begin to draw the benefit. Employees often value these benefits
for their predictability. From a business perspective, they can be more complex to administer, but
they also allow for larger contributions than some other employer-sponsored plans.

Upon qualifying for retirement, the eligible employee receives a fixed amount, usually on a
monthly basis. As mentioned, the amount is determined by a preexisting formula. The function
of superannuation, in that regard, is similar to receiving Social Security benefits upon reaching
the qualifying age or under qualifying circumstances.

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SEPERATION POLICY

The policy defines the processes and procedures for separation of an employee. It is applicable to
all full time on roll employees, trainees, and contract employees directly engaged by MIMS.

GENERAL AND COMMON CLAUSES

 An employee must put in writing their intention to resign in adherence to the mandatory
notice period as per the terms and conditions of the employment agreed and signed.
 The letter should be submitted to the HOD Concerned and the HOD shall forward the
same confidentially within a period of 48 hours to the HR Department with their remarks
and recommendations.
 Resignation letter submitted directly to the HR Department will not be accepted.
 Acceptance of the resignation will be at the discretion of the HR Head and in case of
resignation of HODs. The accepting authority will be General Manager of HR.
 Resignation shall be made adhering to the mandatory notice period refereed in the policy.
 The employee should make themselves available for the exit interview.
 Employee shall submit no due form and ensure that no dues are left to be given.
 ID card should be submitted with the no dues form
 Salary from the date of resignation to the last date of employment will be held until the
final settlement is done by HR.
 Every employee will be issued with an experience certificate at the time of relieving.
 In case the exit s on account of disciplinary grounds, the HR Department may hold the
certificate to issue certificate with such remarks.
 The terminal legal benefits will be settled in one month or any earlier as per convenience.

EXIT INTERVIEW

Exit interviews are conducted with departing employees, just before they leave. The primary
purpose of exit interview is to learn reasons for the person’s departure which in turn helps in
organizational improvement .Exit interview offer opportunity to find out information that
otherwise might be more difficult and impossible to obtain. It helps to transfer the knowledge. It
is also one of tools to improve the process of protocols, culture, management etc.

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IMPORTANCE FROM EMPLOYERS PERSPECTIVE

From the employer’s perspective, the primary aim of the exit interview is to learn reasons for the
person’s departure, on the basis of principle that criticism is a helpful driver for organizational
improvement. Exit interviews also yield useful information about the employer organization,
assess and improves all aspects of the working environment, culture, systems etc. in fact
anything that determines the quality of an organization both in terms of relationship with the
staff, suppliers third parties, general public depends on exit interviews.

BENEFITS OF CONDUCTING EXIT INTEWVIEWS

 Identify Troublesome Trends. By keeping track of the outcome of exit interviews over a
period of time, you can identify trends and patterns over time as to why people want to
leave the company.
 Avoid People Leaving on Bad Terms. An exit interview will also give you the
opportunity to sort out issues with those leaving the company on bad terms.
 Gain Perception of Management. One aspect that should always be covered during an
interview is that of the individual’s perception of management. Ask about how the
individual perceives their direct manager as well as the management team.

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A BRIEF ON ROUTINE WORK:

Usually, recruitment takes place not just when a vacant comes. It depends upon the requirement
of an employee in the department, the present bed patient ratio and the situation of the company.
When a vacancy comes, the will put it on the website. Job Description and Specification are
mentioned so the right person applies for the Job.

During the first week, I was dealing with the Recruitment Process. In Aster, there will be
Interview every Thursday for the recruitment of Nurses. Initially the HR Department will do the
first round of interview. Then they are sent to their respective departments to go through their
Second round of Interview. After this if they are recruited, they will be given different forms to
be filled. It includes personal data form, joining report, PF form, ESI form etc. Doctors
Recruitment is dealt differently. It includes the decisions of the higher authority.

During the Second Week, I dealt with ESI and PF. I learnt how to register ESI and PF, edit them,
and add new details. Employees often come to withdraw their PF amount. I was fortunate
enough to do the procedures for them.ESI and PF contribution is recorded in Excel Sheet and
updated every month. Also the registration of ESI of new employees was handled by me.

During the third week, I did Super Annuation. It has both employee and employer perspective.
Though I wasn’t told to do so, the staff there explained it how it works and the steps to be
followed.

During the fourth week, I was going through Settlement. Since during that time, a large number
of people resigned, it almost took more than a week to study settlement. I was under the
supervision of the staff to clarify my doubt regarding settlement. The service certificate was
issued only after the settlement. The final paper will be forwarded to the Finance department for
final payment.

During the fifth week, I studied termination and auditing. Termination was done for those who
left the organization without completing the formal procedures. Initially a warning letter will be
issued to them regarding their absenteeism. Later on if they fail to respond, they will be
terminated and not issued the service certificate, until genuine reason is informed. Auditing was

61
done in order to cross check whether the details given by them are correct or not. The details
were entered in an Excel Sheet and then it was analyzed by a staff.

During the last week, I was told to check the employee file to ensure it is complete. Since
nursing audit was on the way, it was mandatory to ensure that every file is completed. It was a
tedious job as there are more than 1500 employees working. I managed to complete the task
within the allotted time.

I was also told to introduce a new insurance scheme the employees. The insurance was star
health insurance which was free for the employee and their family excluding their parents. When
I introduced them, I was able to learn and clarify my doubts regarding the insurance. This also
helped me to know all the departments, their capacity and their working atmosphere.

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AWARDS AND ACCOLADES

 Center for Quality Promotion 2017, Given By: CAHO

 NABH Accreditation 2017, Given By: NATIONAL ACCREDITATION BOARD FOR

HOSPITALS & HEALTH CARE PROVIDERS

 NABH Accreditation 2016, Given By: NATIONAL ACCREDITATION BOARD FOR

HOSPITALS & HEALTH CARE PROVIDERS

 NABH Accreditation 2015, Given By: NATIONAL ACCREDITATION BOARD FOR

HOSPITALS & HEALTH CARE PROVIDERS

 POLLUTION CONTROL BOARD AWARD 2011, Given By: STATE POLLUTION

CONTROL BOARD

 POLLUTION CONTROL BOARD AWARD 2009, Given By: STATE POLLUTION

CONTROL BOARD

 POLLUTION CONTROL BOARD AWARD 2008, Given By: STATE POLLUTION

CONTROL BOARD

 POLLUTION CONTROL BOARD AWARD 2002, Given By: STATE POLLUTION

CONTROL BOARD

 PRIVATE HOSPITALS EXCELLENCE AWARD 2017, Given By: STATE

POLLUTION CONTROL BOARD

 NATIONAL HEALTHCARE AWARD 2016, Given By: PRAXIS MEDIA

63
INTERNSHIP EXPERIENCE

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On boarding training was done for all the new employees together including Doctors, Staff
nurses, other Executives, Staffs and Interns of various departments of the hospital. We were
given four days Induction Training which was conducted by Learning and Development
Department of Aster MIMS. It was a very good experience for me as it was for the first time I
got an opportunity for attending an Induction Training.

During the training period, there were seminar talks by different top authorities like CEO, COO,
CMS etc about the Hospital, Mission, Vision, Values, Future expansions, and various
Department Heads spoke about their respective departments. HR personnel introduced us to the
rules and regulations of the organization, grooming rules, and we were taken for Aster tour in
order to familiarize with the hospital and to understand where each Departments &
Administrative offices are. There were yoga sessions, sessions on Disaster Management,
Housekeeping, and Radiation Safety measures, Hospital Infection Control, Training on Basic
Life Support and Fire & Safety. Then we had practical assessment test as part of training in Basic
Life Support (CPR) and Fire & Safety.

After training i.e. on 5th day, we were asked to join the concerned departments. During the first
week of my internship program, I was given a brief introduction of the functioning of HR
department at Aster MIMS and also about Aster as a whole by our organizational guide, Mr.
Rajeesh KP, Assistant Manger of HR.

I was told to go through the HR Manuals of the hospital. It was done to get an idea of how the
system works there. I was first told to assist in the recruitment process. All the necessary
documents to be included in a profile were made set. Then resume segregation was done
according to the candidates qualifications, experience etc. I learnt how to create Document of
Record which was made by the employees when they work on a public holiday. The idea behind
of how to change manager of the employees was also a new learning. Since auditors come in
order to check whether everything is taking place aptly, all the incomplete files were checked
and completed. Credentials and antecedents were done for the new joiners.

During the second week, an introduction to ESI and PF were given. They were the benefits that
the employees had while working there at the hospital. How PF and ESI are created, edited, how
loan is given are some of the things they taught. Those employees who resigned from the

65
hospital, their settlement was done. Each employee had an Oracle ID that helped them to carry
their activities without any issues. How superannuation was done was also learnt. An
introduction to Performance Appraisal System was given.

Town hall meeting is a program conducted by HR department. It is conducted every once in a

month. It gives the total statistics of all hospital related aspects to get an idea of what is their
present status. For this month, it was conducted on 17th of May. As a part of the event, cultural
programs were also present to motivate their employees. A Q and A session was present so that
employees can address their concerns to the management.

During the third and fourth week, I was told to introduce about a new insurance called Star
Health Insurance to all the employees except Doctors. During the Fifth week, I went on the
collect the information regarding the new insurance of the hospital.

During sixth week, I approached each employee, associated with each section and acquired
knowledge about the work performed by each of them and thus obtained information about
various functions of HR Department and was able to complete my report on the topic.

Internship gave me a good exposure and helped me to gain practical knowledge, to know more
about the culture of an organization, functions of HR department, acquire various skills like team
building, cultural competency, adaptability , quick learning through observation.

66
 CONCLUSION

In this report I have tried my level best to identify and analyze different functions of HR
Department of Aster MIMS. In this report, I imply our acquired knowledge from accounting
course and try to comply with the systems followed by the hospital. Internship helped me to
achieve good exposure and experience the practical side of the theory learned.

Working a HR Department of Aster MIMS was a great experience for me. I was able to learn
many things throughout my Internship period.

I personally thank my organization guide Rajeesh Sir in Aster MIMS, Calicut for guiding me
from time to time in successful completion of my Organizational study. I also thank each and
every department staff for their help in providing me with valuable information required for this
study.

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ANNEXURE

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